SAP CRM Functional Consultant

SAP CRM Functional Consultant

We are seeking an experienced SAP CRM Functional Consultant to support and enhance global SAP CRM and customer service ecosystem. The consultant will work closely with business stakeholders of our client across Customer Support, Field Service, Spare Parts, Sales Operations, Finance, and IT to deliver scalable CRM solutions supporting service lifecycle management. The ideal candidate will possess deep expertise in SAP CRM Service, Customer Interaction Center (CIC), Service Contracts, Installed Base Management, and SAP integration with ECC/S4HANA environments.

Key Responsibilities

• SAP CRM Functional Leadership
• Gather and analyze business requirements from Service, Sales, Support, and Operations teams.
• Translate business requirements into functional specifications and solution designs.
• Lead workshops, fit-gap analysis, design sessions, and solution reviews.
• Configure SAP CRM to support business processes and organizational objectives.
• Service Management
• Configure and support: Service Requests, Service Orders, Service Confirmations, Service Contracts, Warranty Management, Installed Base Management, Complaints and Returns.
• Optimize service processes supporting global customer operations.
• Customer Interaction Center (CIC)
• Support CRM Interaction Center functionality.
• Design and improve case management and customer support workflows.
• Enhance customer experience through efficient ticketing and issue resolution processes.
• Field Service & Dispatch
• Support field service operations and customer engineer dispatch processes.
• Collaborate with service organizations to improve work order execution.
• Integrate CRM with mobile and field service applications where required.
• CRM Integration
• Work closely with SAP ECC/S4 teams on: SD Integration, MM Integration, FI/CO Integration, Service Billing, Pricing, Order Management.
• Support end-to-end Quote-to-Cash and Service-to-Cash processes.
• Project Delivery
• Lead enhancements, rollouts, upgrades, and transformation initiatives.
• Prepare functional design documents, test scripts, training materials, and deployment plans.
• Support SIT, UAT, cutover activities, hypercare, and production support.

Required Qualifications

• 15+ years of SAP experience.
• 12+ years of SAP CRM functional consulting experience.
• Multiple full lifecycle SAP CRM implementations.
• Experience supporting global enterprise environments.

Functional Expertise

• SAP CRM Service
• SAP CRM Web UI
• Customer Interaction Center (CIC)
• Service Contracts
• Warranty Management
• Installed Base Management
• Lead and Opportunity Management
• Complaints & Returns
• Sales Order Management

Integration Experience

• SAP CRM ↔ SAP ECC
• SAP CRM ↔ SAP S/4HANA
• CRM-SD Integration
• CRM-MM Integration
• CRM-FI/CO Integration
• Middleware/CPI integrations
• SAP Cloud Integration experience preferred

Preferred Qualifications

• SAP S/4HANA Customer Management experience.
• SAP Service Cloud / C4C experience.
• SAP CPQ integration experience.
• Field Service Management (FSM) exposure.
• Semiconductor or high-tech manufacturing industry experience.
• Agile delivery experience.

Preferred Industry Experience

• Semiconductor Manufacturing
• High-Tech Equipment Manufacturing
• Spare Parts and Logistics Operations

Key Skills

• SAP CRM Service
• SAP CRM Web UI
• CIC
• Installed Base
• Service Contracts
• Quotation Management
• Field Service
• CRM Middleware
• ECC Integration
• S/4HANA
• SAP SD
• SAP CPQ
• SAP C4C / Service Cloud
• Business Process Analysis
• Stakeholder Management